信托理财服务客户满意度影响因素分析——基于数理模型的实证检验  

Analysis on the Influential Factors of Customer Satisfaction of Trust Financial Service——An Empirical Study Based on Mathematical and Physical Model

作　　者：王便芳[1] 

机构地区：[1]郑州轻工业学院经济与管理学院,郑州450002

出　　处：《云南财经大学学报》2013年第3期98-106,共9页Journal of Yunnan University of Finance and Economics

摘　　要：在理论分析的基础上,选取影响信托理财服务客户满意度的因素指标,构建影响信托理财服务客户满意度的指标体系;运用因子分析方法,研究各二级因素指标对一级因素指标的影响程度,计算各一级指标的因子得分;运用结构方程模型探索各一级因素指标间的影响机制,分析信托理财服务客户满意度的传导路径。实证研究结果显示,客户预期对客户满意度的影响不显著;品牌形象、感知质量、感知价值对客户满意度的影响显著。Based on theoretical analysis, the paper constructs a customer satisfaction index system of trust financial service by choosing the influential factors. The author studies the influ- ence of secondary influential factors on primary influential factors, and calculates the points of the factors. Structural equation model is used to explore the influential mechanism of the factors, and the transfer pathway of customer satisfaction of trust financial service is analyzed. Empirical results show that customer expectation has insignificant influence on customer satisfaction, while brand image, quality perception and value perception has significant influences.

关 键 词：信托理财 客户满意度 影响因素 

分 类 号：F832.49[经济管理—金融学]